Provide a chat window in multiple languages

Provide a chat window in multiple languages

You can set a chat window to be displayed in any of seven pre-translated languages or 35 custom languages. There is no need to create multiple chat windows for multiple languages.

This feature is part of the chat window setup. A chat window controls the look and feel and advanced behavior of the interface that is opened when a customer clicks an associated button or link. Multi-language set-up for chat windows is part of the customization procedure.
  1. Create or edit a chat window, as follows:
    1. In the Web Admin Center, go to Channels > Chat > Chat Windows.
    2. Select an existing chat window or click Create New.
  2. On the Customization tab under Languages, choose the languages in which you want the chat window to be made available.
  3. Set a Primary Language.

    The primary language is shown to customers when no translation is available in their own language.

    Example: For example, if English is your default language, a customer from Poland sees the chat window in English unless you specifically select Polish as a provided language and add a Polish translation.

  4. Customize the window and translations, as follows:
    1. Select an item under Main group > Key group > Key.
    2. Under Edit Content, choose the language you want to edit.
    3. Change the text or settings.
    4. Continue making other changes.
    5. Save your changes.
    Remember: Digital DX provides translations in the following languages: English (en-US), Dutch (nl-NL), French (fr-FR), German (de-DE), Italian (it-IT), Spanish (es-ES), Portuguese (pt-BR). For all other languages, you must provide your own translations.
  5. Save your changes.
Can I allow customers to choose a language on the pre-chat form?
Yes. Go to Channels > Chats > [New Chat Window] > Pre-chat form > Standard Fields > Language Selector.
How does Digital DX know which language to show to a customer?
Customer language is determined as follows:
  • Selection made by the customer on the pre-chat form (stronger than all other parameters)
  • Language parameter passed by the HTML snippet
  • Customer's browser language setting
  • Customer's IP

Digital DX looks for a customized (localized, translated) chat window for the chosen or detected language. If no customized window exists, the default language is shown.

Tip: The customer's language is saved as a property of the chat. This property can be used for routing chat, and can be displayed to the agent. A language property can also be set for departments, allowing automatic filtering.